Overview
In certain instances, a Video Consultation (AVC) with a licensed healthcare provider is mandatory before treatment can be authorized. This process ensures that your prescribed medication is clinically appropriate and meets all state-specific telehealth regulations.
Use this article if you want to:
Access your ZipHealth video consultation.
Book a specific AVC appointment time.
Join the ZipHealth digital waiting room.
Utilize the “Connect with a clinician now” feature for immediate assistance.
Troubleshoot common hardware and connection issues.
Step 1: Log in to your ZipHealth account
To access your consultation, you must first log in to your ZipHealth account. Once logged in, click on the Account link located in the top-right corner of the website to open your Account Dashboard.
From this dashboard, you will be able to manage your orders and access all available video consultation options.
Step 2: Choose how you would like to connect
Once you are on your Account Dashboard, you will see different options for your video consultation depending on current clinician availability in your state.
Option 1: Book a ZipHealth video consultation
If you prefer to speak with a provider at a specific time, click "Book a Call" to schedule an appointment. After booking, check your inbox for a confirmation email containing your appointment time and a secure link to join the consultation.
Option 2: Connect with a clinician now
If you see the "Connect with a clinician now" button, you may be able to join a queue for an immediate consultation. Please note that same-day availability depends on current provider capacity and is not guaranteed.
Option 3: Manage my AV call
You can also navigate to your Order History and select "Manage my AV call." This allows you to check if the digital Waiting Room is currently open for queueing.
Step 3: Join the ZipHealth Waiting Room
When it is time for your scheduled appointment, or if you are using a same-day option, you will need to enter the digital waiting area.
Locate your link: Open your ZipHealth appointment confirmation email or access the portal via your dashboard.
Enter the consultation: Select the "Join your consultation" button to proceed.
Access the Room: Click the link provided to open the secure Waiting Room entrance.
Before joining your ZipHealth video consultation
Before entering the ZipHealth Waiting Room, please ensure your setup meets the following requirements to avoid technical delays:
Device: Use a smartphone, tablet, or laptop if possible.
Hardware: Ensure you have a working microphone and camera.
Connection: Check that your internet connection is strong and stable.
Permissions: You must allow browser permissions for camera and microphone access when prompted.
You will be asked to test your audio and video settings before entering the consultation queue. Once confirmed, you will be placed in the queue to speak with the next available licensed prescriber.
ZipHealth video consultation troubleshooting
If you encounter technical difficulties while trying to access your consultation, please use the following troubleshooting steps.
✅ Camera or microphone not working
If your hardware is not detected during the setup or the call:
Check Browser Permissions: Ensure you have granted the browser permission to access your camera and microphone.
Review Device Settings: Check your system-level privacy settings:
iOS/Android: Settings > Privacy > Camera/Microphone.
Windows/Mac: System Preferences/Settings > Security & Privacy.
Restart Your Device: A quick reboot often clears background processes using the camera.
Switch Hardware: If possible, try using a different device or a different web browser (Google Chrome or Safari are recommended).
✅ Cannot join the consultation
If you are unable to enter the room or the link does not load:
Connection Check: Ensure your internet connection is strong and stable.
Refresh the Page: Use the refresh button on your browser.
Re-access the Link: Close the current tab and reopen the link directly from your original appointment confirmation email.
Need immediate help?
If you still cannot access your ZipHealth video consultation after following these steps, please contact our patient support team for further assistance:
Phone: 888-971-6741 (Monday–Friday, 9 AM–5 PM EST)
Email: care@ziphealth.co
Please note: Support availability and response times may vary depending on current volume.
If you still need help after reviewing the information above, additional assistance is available.